Search found 441 matches

by asrilrm
Sun Apr 25, 2010 10:45 pm
Forum: The ITIL Service Desk
Topic: Service Desk First time/line fixes
Replies: 6
Views: 6037

Hi, To your question, it is obviously clear that for FTF/FLF, the measurement would be on number of incidents fixed at the service desk. That is for one KPI. Number of all incidents recorded (whether they are fixed at Service Desk or not) can also be measured for another KPI. The term "it depends" w...
by asrilrm
Tue Apr 20, 2010 11:52 pm
Forum: ITIL Discussion
Topic: difference between a Service desk and a help desk
Replies: 6
Views: 5514

Ouch, in this case I couldn't bring in the complete definition of the SD from either book but the explanation Viking and Diarmid have given should provide clues, I just want to emphasize. Service Desk is extensive Help Desk by a lot, that's all I can say. Addition from me, ITIL Service Desk needs to...
by asrilrm
Tue Apr 20, 2010 8:04 pm
Forum: ITIL Discussion
Topic: difference between a Service desk and a help desk
Replies: 6
Views: 5514

Hi,

I would assume that you haven't bought the ITIL books (V2 SS blue book or V3 Service Operations book), because both have chapters or sections about Service Desk and the difference with Help Desk.

Cheers,
Asril
by asrilrm
Tue Apr 20, 2010 7:53 pm
Forum: Change Management
Topic: Creating Maintenance Windows
Replies: 7
Views: 12041

Hi, I think there should be a clear understanding about maintenance windows. I realized that people often associate maintenance windows with change and release, while they are not directly related (at least in my understanding). Maintenance window is a slot (agreed by related parties) where it is sa...
by asrilrm
Thu Mar 04, 2010 10:03 pm
Forum: Change Management
Topic: Change Handbook
Replies: 14
Views: 10006

Make it 4 :D
Not just making a colleague, you will also have a (chess) sparring partner
.. and word puzzle solving competitor :mrgreen:
by asrilrm
Mon Mar 01, 2010 8:48 pm
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 18638

Sorry, my bad.
I guess this wasn't meant to be serious business but I didn't recognize it.
I still feel a lot of energy inside and how am I gonna unleash them, I think I will contact my Problem Manager
by asrilrm
Mon Mar 01, 2010 5:50 am
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 18638

Diarmid wrote:asrilrm,

forgive my ignorance, but what does "not drunk" mean :evil:
Forgive me too, Diarmid, but did my words offend you?
I just quoted them from Captain Haddock of Tintin and Snowy.

You should've known by reading my posts that I never meant any harm to anybody.
by asrilrm
Sun Feb 28, 2010 9:06 pm
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 18638

pk_, I guess Diarmid's response was related to this thread http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&p=22207#22207 So let's drop this, keep high the spirit and intention of helping and go on with what's this forum was meant for. A new week, eyes widely opened, feeling energ...
by asrilrm
Tue Feb 23, 2010 8:54 pm
Forum: ITIL Discussion
Topic: KPIs vs Metrics
Replies: 4
Views: 4435

Hi,

My understanding is that KPIs are derivatives of metrics.
For example, Change Success Rate (a KPI) is derived from number of a changes successfully implemented (a metric).
Please refer to the ITIL Library

Cheers,
Asril
by asrilrm
Sat Feb 20, 2010 2:20 am
Forum: ITIL Discussion
Topic: Please upload Root cause\codes from your PROD env.
Replies: 36
Views: 18638

Re: Please upload Root cause\codes from your PROD env.

Hi all, Would anyone mind uploading either 1 - extract in xls format of your prod servicedesk [/b] Root Cause\codes. or; 2 - screenshot of your Root Cause codes lists and sub levels. I know a simple answer will be enough. My answer would be simply yes, I mind. But more than that simple reply, I fee...
by asrilrm
Sun Jan 31, 2010 7:12 pm
Forum: ITIL Discussion
Topic: Do Project Managers need to be ITIL experts?
Replies: 17
Views: 12191

Hi Terry,
Don't bother. I guess my reply to you was confusing as I read it again.
Your last post did get what I meant :D
by asrilrm
Sun Jan 31, 2010 9:54 am
Forum: ITIL Discussion
Topic: Do Project Managers need to be ITIL experts?
Replies: 17
Views: 12191

YorkshirePudding, I don't think I understand what you mean. I think you have misunderstood my answer, but DY didn't, I guess. I wasn't talking about precision. What I meant was that a PM does not necessary have be ITIL expert (answer to your question). Being one would probably be an advantage but no...
by asrilrm
Sat Jan 30, 2010 7:29 pm
Forum: Change Management
Topic: SLA for CM
Replies: 11
Views: 6829

Just to emphasize, and please correct me if I'm wrong. CM is "the other way around" stuff to SLA. SLA is an agreement between Service Provider and a customer, it emphasizes the customer's need to goodies from the Service Provider. On the other hand, CM lead time, for instance is the CM's need from i...
by asrilrm
Sat Jan 30, 2010 7:19 pm
Forum: ITIL Discussion
Topic: Greetings!!
Replies: 8
Views: 5298

Just a lurker, not a sniper.
I'm relieved :lol:
by asrilrm
Sat Jan 30, 2010 7:16 pm
Forum: ITIL Discussion
Topic: Do Project Managers need to be ITIL experts?
Replies: 17
Views: 12191

Just a straightforward answer: No. Not necessary to be precise.
What PM needed to know is ITIL awareness, meaning that they must be aware about the processes they will have to step into (whether comply, understand, fulfill) in every pre, in and post deployment of their delivery to production.